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Avaya one-X Agent Quick Start

Detailed, step-by-step instructions help your team become one-X Agent expert users in just a few minutes. Learn all the features that can help a remote working agent deliver your signature CX. 


[00:00:01]
>> Thank you for joining this quick overview of how to get started with Avaya one-X agent remote agent software. Avaya one-X agent requires Microsoft Windows. Avaya also offers Avaya Agent for Desktop, which supports MacOS and Linux-based operating systems in addition to Microsoft Windows. Please see materials for Avaya Agent for Desktop for that solution.

[00:00:24]
If you're working outside your office, you'll need a Windows PC connected by a virtual private network, or VPN. If you're using Avaya one-X agent in a virtual desktop interface, or VDI, environment, like Citrix or VMware Horizon, please see the video for that implementation. Right now you're seeing my desktop, and I'm already connected to my corporate network by VPN, and I have one-X Agent installed.

[00:00:52]
Many organizations can centrally provision one-X agent. In this case, however, we'll show how to do a quick manual provisioning of that. If one-X Agent is not already on my desktop after installation, I can simply click to the Avaya tab and find Avaya one-X agent under Avaya in my start menu.

[00:01:13]
I'm gonna go ahead and launch Avaya one-X Agent I can change the login settings from here. I'll click Automatic connection to communication manager, and I'll enter my assigned extension, And password. I'll also enter my server address. We have a couple of choices for usage of the client. We can put it in agent mode, which is what most people use.

[00:02:02]
In some cases, your IT department may specify non-agent mode or supervisory mode for those additional functionalities, if your organization has selected those. In this case we'll just do a demonstration of agent mode. When we log in we can also choose how we want to receive the calls, how do we wanna get the audio.

[00:02:22]
If we're using My Computer model, that will have the audio come through my computer's, PC's, and speakers, or a headset. Other Phone mode enables me to go ahead and use an existing telephone where I am, this could be my cellphone or my home phone. In this case, we'll choose My Computer mode.

[00:02:45]
I'll go up to the Agent tab, and I'll click on Enable ACD Login. I'll enter my agent ID, And if we're using a pass code, I would enter that here. Now to Save Settings and log in. In some implementations you may have an instant messaging login, if you've elected for the optional supervisory features.

[00:03:12]
In this case, we'll just do a straight login. The system is connecting, it's prompting me for a password if we use one. [SOUND] And I'll go ahead and enter my password. As you can see, my state has changed from Not Logged In to Logged In, and I've come into an Work state.

[00:03:35]
In some cases, I may go directly into a Ready state depending how your system is configured. In this case I started in Work and I'll go into Ready mode in just a moment. I'll now make myself Ready. Simply choose the state icon, and I can put myself into Ready mode, or conversely, after Call mode.

[00:03:58]
Just go ahead and make myself in Ready mode. Let's say I wanted to go ahead and call my supervisor, I'd simply enter my supervisor's number into the call bar. [SOUND] And I'm placing call. Soon as they answer, [SOUND] we'll have a regular conversation. I wanna go ahead and transfer the call.

[00:04:25]
I'll just hit the Transfer Call button. Enter the number, [SOUND] And I've transferred the call. Could have helped myself back into an After Call work state for the time being. I placed a call into the contact center. I've got calls in queue, I'm gonna go ahead and make myself available.

[00:04:59]
Since I do, I receive a call. [SOUND] To answer the call, I simply click on the Answer Call icon, And I'm talking to my customer. If I wanna go ahead and see my one-X agent as a desk phone, and put all the buttons I'm used to, I can simply do that by clicking on the button icon and then I can dock the button dial pad wherever I like.

[00:05:38]
I can undock it and have it free float, or I can dock it at the top, bottom, right, etc. Also, if i use View Stats, I can go ahead and click on this icon and I'll get my View Stats up, and I can put those at the top.

[00:05:55]
If those were configured, I'd be seeing the stats for my contact center just as always.